Director Customer Accounts and Local Engagement

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. 

This is a full-time, on-site position located in any FirstEnergy footprint location in WV or MD.  It will require up to 60% travel within the footprint. 

The director will lead a team focused on aligning regional strategies with corporate objectives and will be responsible for establishing and monitoring organizational goals, policies, plans, forecasts, standards, performance objectives and budgets; establishing operating and financial objectives and budgets; and managing resources.

Key Responsibilities:

• Direct state customer account operations, ensuring efficient dispute resolution, and high customer satisfaction.

• Serve as liaison between customers, regional leadership, and corporate teams to address service concerns and policy changes.

• Represent the company in customer forums, industry events, and regional meetings to gather insights and enhance engagement.

• Managing the business process for billing / rate issues, power quality and numerous complex customer issues, administering efficiency programs, and customer rate calculations, rebills, revenue protection and rate verifications. 

• Develop and implement strategies to enhance customer service and retention for commercial, industrial, and governmental customers.

• Identify opportunities to improve processes through technology, automation, and best practices.

• Consult with customers to assess needs, build consensus and obtain results.

• Champion customer satisfaction initiatives across utility operations.

• Demonstrate exceptional problem-solving skills to resolve complex customer and company issues including complex regulatory (pricing/rate increases) and reliability issues.

• Analyze trends, customer survey data and results such as JD Power.

• Monitor key performance metrics, identifying trends and opportunities for process improvements.

• Stay informed on regulations affecting customer accounts and service operations, advising leadership on necessary adjustments.

• Work closely with legal and compliance teams to address regulatory issues.

• Serve as the primary liaison for local governments, community organizations, and key business customers.

• Ensuring the company remains engaged in local policy discussions, regulatory matters, and community initiatives while fostering goodwill and enhancing corporate reputation.

• Represent the company in public meetings and industry events to advocate for corporate interests.

• Develop and maintain strong relationships with community leaders, local policymakers, and business associations.

• Lead crisis communication efforts related to service disruptions, outages, or regulatory issues within the region.

• Ensure compliance with state and local regulations governing electric utility operations and customer services.

• Monitor legislative and regulatory changes that may impact regional operations and provide strategic recommendations.

• Work with legal and regulatory teams to address compliance issues and reporting requirements.

Qualifications 

• Bachelor’s degree in Business Administration, Public Affairs, Communications, or a related field.

• 10 years of relevant work experience in customer account management, external affairs, or regulatory relations, preferably within the utility or energy sector.

• Strong leadership and team management experience.

• Demonstrated understanding of municipal government processes, public policy and stakeholder engagement strategies.

• Excellent communication, negotiation, and relationship-building skills.

• Deep understanding of utility regulations, public policy, and community engagement strategies.

• Excellent interpersonal skills and ability to communicate effectively with a wide range of stakeholders.

• Ability to effectively interpret and address needs of diverse constituents.

• Ability to integrate data effectively and work diplomatically with a broad range of individuals, including senior management and local government officials.

• Flexibility to travel across the service territory footprint and attend morning and evening events.

• Excellent time management and organizational skills, with attention to detail.

• Demonstrated ability to articulate and synthesize complex issues and present information effectively to diverse audiences.

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

Exempt

FirstEnergy Human Resources Team

FirstEnergy takes a market-based approach to pay, which may vary depending on your location. In addition, your actual base salary will depend on various factors such as your skills, qualifications, and experience.